Very dissapointed & disgusted by Clientele

I have been with Clientele for 3 almost 4 years now and have never ever missed a payment in all this time. Now I changed my bank account in November and notified Clientele about the changes for my debit Order purposes. I received no response for about a week, so I called into their call center because I received an SMS with a debit order that bounced, spoke to a very nice lady who updated my banking details and advised that I should pay directly into their bank account because I requested bank changes too late in the month, I agreed and she gave me the banking details, I paid and sent through the POP for November. 10/12/2020 - I get a notification that my account has been debited the monthly instalment, this is was expected because that would now be my December payment. 15/12/2020 I get another notification that the instalment has been debited again. I called Clientele and they confirmed receipt of my payment for November, the payment on the 10/12 and that they debited on the 15/12 as well. I asked why they debited me twice for December? Kutloano says when she looked in the system my payment for October didn't go through so they are debiting me for that too. So, I asked Kutloano why was I not contacted if the payment for October didn't go through, because on my side I had not Debit Orders bouncing and the money went out of my account. Kutloano says that I should've received an SMS advising of such, I told her that I did not and she confirmed that on her system she cannot see that an SMS was sent to me as well. She requested that I sent an email to the *** email with all my information and they will pick it up and investigate. This is my biggest issue here: 1. they still have not gotten back to me with any acknowledgement that they received my information and investigating. 2. What happens if I have a death in the family and we need to claim and then and only then do they tell us that we cannot claim because they didn't receive a payment for so and so month? because THEY didn't contact me with the issue (mind you they money went out of my account in October) This company is becoming very ************* and will probably not continue with this funeral cover for my family.